SMS Assist provides a fully managed business solution to more than 145,000 client locations with a network of over 20,000 affiliate subcontractors. Using its unique business model and proprietary cloud-based technology platform, SMS Assist continuously reduces client costs to maintain their properties, while improving service quality and speed of delivery.

Operations Team Lead - Facilities at SMS Assist
 SMS Assist is looking for a Team Lead of Operations to join our growing team!

Through a firm understanding of the scope of work for each client, the business processes of SMS Assist and the specialty requirements of their territories, the Team Lead of Operations ensures successful delivery of services within assigned regions. The Team Lead of Operations is responsible for leading, developing and managing their team of Operations Specialist and Operations Sr. Specialists. Additionally, the Team Lead of Operations is accountable for the profit & loss and compliance of each affiliate within their respective regions.


Team Lead of Operations Core Responsibilities

  • Manage and Develop Operations Specialists/Sr. Operations Specialists: This role has direct responsibility for training, development, and management of their Operations Team. This position is responsible for the daily performance management of all Operations Specialists/Sr. Operations Specialists within their territories. Team Leads must monitor and ensure that their teams are in compliance with the guidelines of the SMS Employee Handbook and departmental requirements. The Team Lead will also serve as the main point of contact for ensuring Operations Specialists/Sr. Operations Specialists adhere to proper time and attendance and scheduling/overtime regulations and procedures. This position will collaborate with their Operations team to discuss their business on a regular basis.  This includes organizing and conducting regular meetings to ensure efficient operations of their team.
  • Internal and External Relationship Building: This position plays a key relationship building role both as an internal liaison between Operations Specialists and other departments and as a key contact for external customers. Team Leads will serve as the central point of contact for the client at the district and regional levels. As this central point of contact, Team Leads are expected to facilitate any necessary information with their Operations and Regional Managers. Communication should include, but is not limited to, any process, pricing, invoicing, or performance concerns.  Team Leads are also expected to effectively communicate internally with the COEs and Corporate Functions to deliver, follow up on, and act on feedback accordingly.
  • Technical Expertise: Team Leads must be an expert in the scope of work for each client within their area and are responsible for their team’s understanding of the scope of work. In addition to a thorough understanding of each scope of work, Team Leads must fully understand the billing process and be able to educate the Operations Specialists on the correct billing process.  Fully understanding and being able to train others on the company’s systems and processes are essential to this position.
  • Customer Reporting: Team Leads must participate in internal management and customer meetings.  They must be able to build a logical argument/case to support analytical findings.  This position must be able to present account overviews in both internal and external customer meetings. 


Team Lead of Operations Key Competencies

  • Demonstrated ability to train and develop others
  • Experience managing performance, instituting performance improvement plans, etc.
  • Ability to provide instruction, training and guidance to others
  • Ability to motivate and lead others
  • Comfortable organizing and leading individual and group meetings
  • Strong written and verbal communication skills through telephone and email with customers/affiliates
  • Enjoys interacting with customers, is open-minded, and not afraid to pick up the phone to work through a problem or opportunity
  • Strong Microsoft product skills, very strong Excel skills, and a facility for numbers - understand how to manage a spreadsheet
  • Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
  • Effective problem-solving skills
  • Ability to negotiate
  • High integrity
  • Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment


Team Lead of Operations Education and Experience

  • Bachelor’s degree (or equivalent experience- Typically 5+ years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor’s degree)
  • Demonstrated experience managing and leading individuals and/or small teams
  • Previous customer service experience a plus
  • Experience in a trade is a plus
  • Experience in facilities industry is a plus
  • Professional, relevant examples of solving tough customer issues


Team Lead of Operations Additional Requirements

  • Physical Requirements (i.e. Ability to lift up to 50 pounds without assistance)
  • Travel requirements: Travel expected: none/very minimal
  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.


Team Lead of Operations Job Classification

  • This is a full-time, exempt position


**This position will be in our Commercial/Facilities Department 


SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Company Reviews

"The great thing about SMS is that if you are interested in a certain project, you can literally just take the initiative and jump in. If you really run with it, it won't go unrecognized
Joseph Rosenthal
Director, Strategic Initiatives
at SMS Assist
"The opportunity at SMS is limitless. With the extraordinary growth that our company is experiencing, there's no telling what opportunities are in store"
Courtney Lessner
Manager, Training
at SMS Assist
"The culture at SMS is incredibly vibrant. Being situated downtown Chicago's John Hancock Center brings a great sense of pride and excitement to the price.
Nicholas Ariano
Manager, Operations
at SMS Assist
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Why work with us
Chicago-based SMS Assist is an advanced technology company whose mobile and cloud-based facilities maintenance platform manages over 28,000 affiliated providers to service a nationwide roster of Fortune 500 clients representing over 50,000 locations. SMS's proprietary technology provides vendor management, logistics planning, real-time order tracking, predictive modeling and electronic invoicing to deliver on-time, best-in-class service to every location, every time. A leader in facilities management, SMS and its affiliated providers execute millions of services annually while delivering significant cost savings to their clients.
Our entrepreneurial culture and continual nurturing of innovation gives our employees the opportunity to be a part of something big. As a technology company, we offer a casual and fast-paced atmosphere that is challenging, rewarding and fun. We fully acknowledge the reason behind our continued success is the hard work of our talented employees. In this rapidly changing world, it’s crucial to always be learning, growing and developing your skills. At SMS Assist, we strive to make this a reality. We are very proud that our top priority continues to be the development and education of our employees. Through our internal continued-education program, SMSU, our employees are armed with the tools they need to learn, grow and succeed.
Perks & Benefits
Competitive Salary
Paid time off
Medical and Dental Insurance
Vision Insurance
Flexible Spending Plans
Prescription Drug Program
Free Fitness Center membership

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